Senior Customer Experience Operations Analyst

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats. The CX Operations team is seeking a Senior Customer Experience Operations Analyst to build and own a series of CX Metrics dashboards that provide leading indicators and performance results across all Chief Customer Officer (CCO) functions: Professional Services, Customer Success, Analyst Services, and Support.

Please note that while this role is remote, candidates must be based in the Eastern Time Zone.

Responsibilities

• Develop a phased CX Metrics dashboard strategy. Start by delivering initial core metrics for each CCO function (Professional Services, Customer Success, Analyst Services, Support) and then build out a more robust dashboard and insights framework over time
• Investigate and map CX data across multiple systems (including Salesforce, Gong, and proprietary applications) to identify which fields and field combinations are needed to produce each desired metric
• Partner with IT, Application, and Data Warehouse teams to get access to source data, while owning the CX-layer logic for how that data is structured, transformed, and used for operational reporting
• Perform hands-on data transformation and cleansing as an interim solution for immediate business needs and migrate to the data warehouse solution as that source evolves to meet the business needs
• Design and build automated dashboard feeds that pull data from multiple systems into a single view of CX leading indicators and performance metrics
• Become the CX organization's go-to person on data lineage, data quality, and source-system quirks. Proactively identify and resolve data integrity issues that affect metric accuracy
• Work through ambiguous data situations by talking to people across departments, piecing together undocumented logic, and documenting the resulting data definitions and calculation methods
• Share insights and recommendations from the dashboards with CX leaders and functional teams. Surface trends, flag anomalies, and identify opportunities for improvement
• Build and maintain a CX metrics catalog that documents the standard metrics for each CCO function, what they measure, where the data comes from, and how often it refreshes
• Work with Revenue Operations, Data & Analytics, and Business Systems teams as a consumer and partner, ensuring CX-specific reporting and insights needs are met without duplicating existing efforts
• Leverage AI tools to accelerate data exploration, automate repetitive transformation tasks, and generate initial drafts of analyses or documentation

Requirements

• 3+ years of experience in analytics, business intelligence, or data-focused roles within Customer Experience, Customer Success, or SaaS operations environments
• Experience building dashboards and automated reporting using tools such as Tableau and Power BI with live data connections
• Hands-on proficiency with data transformation and preparation. Comfortable writing SQL queries and simple ETL logic to manage data as an interim solution for immediate business needs
• Strong working knowledge of Salesforce data architecture, reporting and dashboards and experience extracting, joining, and interpreting data from CRM and adjacent systems (e.g., Gong, Gainsight, proprietary platforms)
• Familiarity with standard CX metrics (Customer Success, Professional Services, Renewals, Support) and an understanding of how each metric drives outcomes
• Proven ability to work in situations where nobody has a clear answer. Comfortable interviewing stakeholders, reverse-engineering undocumented processes, and pulling together incomplete information into reliable metric definitions
• Comfortable using AI and large language model tools (e.g., Copilot, Claude) to speed up data analysis, write or debug code, and draft documentation
• Strong communication skills. Ability to present findings to senior leaders and explain complex data concepts in plain business terms
• Highly organized and self-directed. Ability to manage a phased roadmap of deliverables across multiple functional stakeholders simultaneously
• Collaborative mindset with experience partnering across IT, Data Engineering, and business teams, while maintaining clear ownership boundaries appropriate to an operations role

Benefits

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance
• Discount
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program

Pay

$100,000-$120,000